Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs

Cathrine Seidelin; Stine Moeslund Sivertsen; Yvonne Dittrich

Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs

Cathrine Seidelin, Stine Moeslund Sivertsen, Yvonne Dittrich

Research output: Conference Article in Proceeding or Book/Report chapter › Article in proceedings › Research › peer-review

Abstract

Service design (SD) is acknowledged as an approach that can help organisations to address service innovation. However, organisations are struggling to build design capabilities and develop sustainable SD cultures within the organisations. This paper focuses on this central challenge by exploring how a small and medium-sized “non-design-intensive organisation” can integrate SD both as a way to develop internal design capabilities and as an approach to service innovation. We report on an action research study in which we initiated seven SD micro cases. The findings show how our designed SD learning activities developed autonomous SD initiatives within the organisation, and thus over time fostered a sustainable SD culture in this context. Based on our findings, we conclude that organisational appropriation of SD tools and methods is crucial for an organisation’s ability to build and sustain capabilities which can foster an SD culture.

Original language	English
Title of host publication	ServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia : Linköping Electronic Conference Proceedings 173 (2020)
Editors	Yoko Akama, Liam Fennessy, Sara Harrington, Anna Farago
Number of pages	20
Publication date	2020
Pages	11-31
ISBN (Print)	978-91-7929-779-4
ISBN (Electronic)	978-91-7929-779-4
Publication status	Published - 2020
Event	ServDes2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia - RMIT, Melbourne, Australia Duration: 2 Feb 2021 → 5 Feb 2021 https://servdes2020.org

Conference

Conference	ServDes2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia
Location	RMIT
Country/Territory	Australia
City	Melbourne
Period	02/02/2021 → 05/02/2021
Internet address	https://servdes2020.org

Keywords

Service Design
Service Innovation
Design Capabilities
Sustainable SD Culture
Non-Design-Intensive Organisation

Access to Document

http://www.ep.liu.se/ecp/173/001/ecp20173001.pdf

Cite this

Seidelin, C., Moeslund Sivertsen, S., & Dittrich, Y. (2020). Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs. In Y. Akama, L. Fennessy, S. Harrington, & A. Farago (Eds.), ServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia: Linköping Electronic Conference Proceedings 173 (2020) (pp. 11-31) http://www.ep.liu.se/ecp/173/001/ecp20173001.pdf

Seidelin, Cathrine ; Moeslund Sivertsen, Stine ; Dittrich, Yvonne. / Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs. ServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia: Linköping Electronic Conference Proceedings 173 (2020). editor / Yoko Akama ; Liam Fennessy ; Sara Harrington ; Anna Farago. 2020. pp. 11-31

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abstract = "Service design (SD) is acknowledged as an approach that can help organisations to address service innovation. However, organisations are struggling to build design capabilities and develop sustainable SD cultures within the organisations. This paper focuses on this central challenge by exploring how a small and medium-sized “non-design-intensive organisation” can integrate SD both as a way to develop internal design capabilities and as an approach to service innovation. We report on an action research study in which we initiated seven SD micro cases. The findings show how our designed SD learning activities developed autonomous SD initiatives within the organisation, and thus over time fostered a sustainable SD culture in this context. Based on our findings, we conclude that organisational appropriation of SD tools and methods is crucial for an organisation{\textquoteright}s ability to build and sustain capabilities which can foster an SD culture.",

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note = "ServDes2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia ; Conference date: 02-02-2021 Through 05-02-2021",

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Seidelin, C, Moeslund Sivertsen, S & Dittrich, Y 2020, Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs. in Y Akama, L Fennessy, S Harrington & A Farago (eds), ServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia: Linköping Electronic Conference Proceedings 173 (2020). pp. 11-31, ServDes2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia, Melbourne, Australia, 02/02/2021. <http://www.ep.liu.se/ecp/173/001/ecp20173001.pdf>

Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs. / Seidelin, Cathrine; Moeslund Sivertsen, Stine; Dittrich, Yvonne.
ServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia: Linköping Electronic Conference Proceedings 173 (2020). ed. / Yoko Akama; Liam Fennessy; Sara Harrington; Anna Farago. 2020. p. 11-31.

Research output: Conference Article in Proceeding or Book/Report chapter › Article in proceedings › Research › peer-review

TY - GEN

T1 - Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs

AU - Seidelin, Cathrine

AU - Moeslund Sivertsen, Stine

AU - Dittrich, Yvonne

PY - 2020

Y1 - 2020

N2 - Service design (SD) is acknowledged as an approach that can help organisations to address service innovation. However, organisations are struggling to build design capabilities and develop sustainable SD cultures within the organisations. This paper focuses on this central challenge by exploring how a small and medium-sized “non-design-intensive organisation” can integrate SD both as a way to develop internal design capabilities and as an approach to service innovation. We report on an action research study in which we initiated seven SD micro cases. The findings show how our designed SD learning activities developed autonomous SD initiatives within the organisation, and thus over time fostered a sustainable SD culture in this context. Based on our findings, we conclude that organisational appropriation of SD tools and methods is crucial for an organisation’s ability to build and sustain capabilities which can foster an SD culture.

AB - Service design (SD) is acknowledged as an approach that can help organisations to address service innovation. However, organisations are struggling to build design capabilities and develop sustainable SD cultures within the organisations. This paper focuses on this central challenge by exploring how a small and medium-sized “non-design-intensive organisation” can integrate SD both as a way to develop internal design capabilities and as an approach to service innovation. We report on an action research study in which we initiated seven SD micro cases. The findings show how our designed SD learning activities developed autonomous SD initiatives within the organisation, and thus over time fostered a sustainable SD culture in this context. Based on our findings, we conclude that organisational appropriation of SD tools and methods is crucial for an organisation’s ability to build and sustain capabilities which can foster an SD culture.

KW - Service Design

KW - Service Innovation

KW - Design Capabilities

KW - Sustainable SD Culture

KW - Non-Design-Intensive Organisation

M3 - Article in proceedings

SN - 978-91-7929-779-4

SP - 11

EP - 31

BT - ServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia

A2 - Akama, Yoko

A2 - Fennessy, Liam

A2 - Harrington, Sara

A2 - Farago, Anna

T2 - ServDes2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia

Y2 - 2 February 2021 through 5 February 2021

ER -

Seidelin C, Moeslund Sivertsen S, Dittrich Y. Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs. In Akama Y, Fennessy L, Harrington S, Farago A, editors, ServDes.2020 Tensions, Paradoxes and Plurality Conference Proceedings, 2-5th February 2021, Melbourne, Australia: Linköping Electronic Conference Proceedings 173 (2020). 2020. p. 11-31

Designing an organisation’s design culture: How appropriation of service design tools and methods cultivates sustainable design capabilities in SMEs

Abstract

Conference

Keywords

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Cite this